Five Best Practices for Social Media Care - Slide 4

Building a message map lends some process behind how to respond to public conversations. It reduces the risk to corporations of erratic responses and acts as an efficiency aid for agents who are tasked with managing hundreds of social posts a day. The image above shows a modified message map from USAF and Altimeter that applies to social communication. Both USAF and Altimeter have received recognition for the simplicity and effectiveness of their social media response guidelines, so this serves as one solid example. A response map helps ensure quick and concise delivery of pertinent customer service information.

A tremendous new customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. TELUS International calls this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers. Interestingly, these efforts aren’t necessarily confined to traditional contact center agents working in customer service departments. They are finding some companies empowering not only their well-trained customer service representatives, but also a select group of engineers, product managers and even executives. Tapping into the larger talent pool is one of many strategies companies are using to provide positive customer experiences on the social Web.

Several best practices emerge from research conducted by TELUS International. Some of these practices are already being effectively employed at benchmark companies while others are underutilized practices that represent opportunities for companies to expand and improve their social care efforts.

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